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Keywords / Skills : Local Area Network , Wide Area Network, Wireless Connectivity, Network Security, Troubleshooting

3 - 7 years
Posted: 2019-10-04

Nationality
Malaysia
Industry
ITES/BPO
Function
IT
Role
Technical Support Engineer
Security Analyst
Network Administrator
Education
Diploma
Posted On
4th Oct 2019
Job Ref code
6204427165
Job Description

ABOUT THOMAS DURYEA LOGICALIS

Thomas Duryea Logicalis (TDL) is a division of the Logicalis Group, a global IT Solutions Integrator who employs 5,800+ staff, across 65 locations worldwide. Thomas Duryea Logicalis is the formation of powerhouse organisations, Thomas Duryea Consulting and Logicalis Australia. Collectively, the integrated organisation has a proud 19-year heritage in solution integration and is widely recognised as one of Australia's leading professional services, managed services and ICT companies.

People, partnerships and technology are at the core of our foundation. Our commitment to deliver capabilities that inspire change and drive digital transformation is harnessed through innovation, diversification, and a culture that delivers exceptional customer outcomes. We partner with the industry's best to reinforce our service capability, counting some of the highest level of vendor partnerships in our portfolio, including Citrix #1 APAC partner, Dell's largest AU partner and the 'partner of choice' across several Cisco, Microsoft and Ivanti disciplines.

www.tdlogicalis.com.au

ABOUT THE TEAM

Our service centre is the first point of contact for both internal and external managed service customers. Our Managed Services Portfolio covers a range of ICT services from the Endpoint, to the Data Centre. It tailors a solution that meets the demands of our customers and deliver outcomes aligned with their business and IT strategies. As such the Service Centre team is required to resolve a high percentage of calls on first contact, accurately document and escalate within SLA where appropriate. Be accountable for user satisfaction through excellent and consistent service.

ABOUT THE ROLE

As an Engineer, you will provide support for all technology issues and requests that are escalated by the Service Desk Analysts. You will ensure customer service level agreements are met and provide a single point of contact for ownership of escalated requests and issues.

Your core responsibilities will consist of:

  • Ensuring all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in agreed hours;
  • Customer focus by providing consultancy to business clients regarding availability, capacity, continuity of assigned technologies and functionality of services;
  • Resolve incidents and requests within SLA;
  • Escalate to 3rd party support / vendors where appropriate;
  • Escalate to Major Incident Management if necessary;
  • Initiate and complete problem diagnosis & produce recommendations;
  • Produce KBAs to enable the Service Desk Analysts to close more cases;
  • Maintain availability capacity and continuity of assigned technologies;
  • Enforce and review TDL process to ensure documentation is current and to initiate escalation as required;
  • Implement authorised changes;
  • Diagnose issues and provide solutions, utilising knowledge entries where possible, to achieve SLA's;
  • Maintaining accurate ICT spares inventory;
  • Re-image / re-build & patch equipment as necessary;
  • Ensuring accurate and comprehensive notes are entered into the ITSM tool for each event managed;
  • Ability and willingness to assist team members by occasionally working outside the standard working hours or designated shift;
  • Providing remote diagnostic troubleshooting and checks for customer incidents; and
  • Other duties as required.

For this role, the primary focus will be more towards network issues although you would still be required to handle other server or system management

ABOUT YOU

You will:

  • Hold a degree in IT or an equivalent industry professional accreditations and a minimum 2 to 3 years relevant experience in a NOC or Data Centre support environment;
  • Have a strong technical understanding of LAN/WAN/Voice/ Security/Server / Desktop / Wireless technologies with demonstrable experience in one or more technology areas;
  • Possess a strong understanding of ITIL processes and have ITIL foundation accreditation;
  • Possess strong written and verbal communication skills;
  • Certification such as CCNA or CCDA will be an added advantage
  • Be conscientious of workload and work distribution working autonomously - not needing to be managed;
  • Pride yourself on being a self-starter who works well under pressure with a high attention to detail; and
  • Exhibit strong customer management skills and a strong understanding of SLAs.
  • Have a passion and desire to develop and share knowledge;
  • This role works on a 24/7 rotating roster model (morning and night shifts) in Cyberjaya.

THE PERKS!

We have a pantry stocked with milk, cereals, biscuits, bread, peanut butter and coffee all day long. We are fun-filled with social activities like PS4 competition, quarterly teambuilidings, festive lunches, weekly Thursday Food Surprise and foosball to destress yourself. Parking is also free.

STATEMENT OF POSTING

Thomas Duryea Logicalis is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status. Recruitment agencies may not submit resumes/CVs through this website, LinkedIn, job boards or directly to managers. Thomas Duryea Logicalis will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Thomas Duryea Logicalis.



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